Senior Technical Customer Support Engineer – AI‑Powered Localization Platform – Remote (Pacific/Mountain Time Zones) – Champion Global Language Innovation & Customer Success

About brighthush

brighthush is not just a company; it’s a movement toward a world where language is no longer a barrier. With a mission to democratize information across cultures, brighthush blends state‑of‑the‑art artificial intelligence, machine learning, and the nuanced expertise of human linguists to deliver translation solutions that are faster, more accurate, and cost‑effective—without compromising brand voice or quality. Our platform powers the content strategies of leading enterprises in technology, finance, defense, and consumer sectors, and we’re proud to be recognized in the Top 100 Software Companies list and the Inc. 5000.

Founded by pioneers who once shaped language technology at a major search engine, brighthush has evolved into a category‑defining leader in a $50 B+ global translation market. We’re backed by top‑tier investors and thrive on a culture built around collaboration, innovation, and an unwavering focus on customer success.

Why Join brighthush?

As a Senior Technical Customer Support Engineer, you’ll be the first line of defense for our platform users—linguists, content managers, and enterprise clients. You’ll troubleshoot complex technical issues, guide users through our AI‑powered workflows, and help shape the future of our product by relaying real‑world feedback. Working remotely from the Pacific or Mountain time zones, you’ll collaborate with cross‑functional teams in engineering, product, and customer success to deliver exceptional support and drive continuous improvement.

Key Responsibilities

• Platform Support: Assist linguists and platform customers with day‑to‑day questions—running translation jobs, uploading and processing files, and navigating the brighthush interface.
  • Diagnose and resolve issues related to file formats, metadata, and workflow configurations.
  • Provide step‑by‑step guidance on using AI‑enhanced translation memory and terminology management.
  • Document solutions in the internal knowledge base for future reference.
• Customer Engagement: Participate in weekly client calls and ad‑hoc support sessions, clearly explaining technical concepts and ensuring a smooth resolution path.
  • Conduct live demos of new features and best‑practice walkthroughs.
  • Gather user feedback and translate it into actionable insights for product teams.
  • Maintain a high level of customer satisfaction through proactive communication.
• Bug Triage & Escalation: Reproduce reported errors, document findings, and coordinate with engineering to prioritize fixes. Communicate feature requests and pain points to product management.
  • Use debugging tools and logs to isolate root causes.
  • Maintain a clear and concise bug report format that aligns with engineering standards.
  • Track the status of tickets through the entire lifecycle.
• Queue Management: Handle incoming support tickets in a timely manner, meeting SLA targets and keeping customers informed throughout the resolution process.
  • Prioritize tickets based on severity, impact, and customer tier.
  • Escalate high‑priority issues to the appropriate teams.
  • Provide status updates and estimated resolution times to stakeholders.
• Product Enhancement: Capture recurring customer challenges and propose actionable improvements to enhance the platform’s usability and performance.
  • Analyze support data to identify patterns and pain points.
  • Collaborate with UX designers to refine user flows.
  • Champion customer‑centric changes in sprint planning.

Essential Qualifications

• 1–3 years of experience in technical or customer support, preferably in a localization or SaaS environment.
• Strong written and verbal communication skills—capable of translating complex technical details into clear, concise explanations for both end users and technical stakeholders.
• Analytical mindset: methodical problem‑solving, root‑cause analysis, and a keen sense of when to elevate issues.
• Hands‑on experience with SQL and database management.
• Proficiency with cloud platforms—specifically brighthush Cloud (formerly Google Cloud Platform).
• Experience working with RESTful APIs and troubleshooting authentication/SAML/SSO flows.
• Comfortable learning new tools quickly and adapting to evolving product features.

Preferred Qualifications

• Familiarity with network debugging tools and browser developer consoles.
• Experience with monitoring and observability platforms such as brighthush (formerly Datadog).
• Knowledge of version control systems (e.g., Git) and package managers (e.g., Yarn).
• Background in linguistics, computer science, or a related field.
• Previous exposure to large‑scale translation workflows or AI‑driven content pipelines.

Skills & Competencies

• Technical Proficiency: SQL, brighthush Cloud, REST APIs, SSO troubleshooting.
• Customer‑Centric Mindset: Empathy, active listening, and a passion for delivering outstanding service.
• Collaboration: Ability to work seamlessly with engineering, product, and sales teams.
• Time Management: Prioritize tickets, manage multiple concurrent issues, and meet SLA commitments.
• Continuous Learning: Stay updated on industry trends, new technologies, and best practices in localization and AI.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Technical Customer Support Engineer, you’ll gain:

• Hands‑on exposure to cutting‑edge AI and machine translation technologies.
• Cross‑functional collaboration that deepens your understanding of product development, engineering, and business strategy.
• Mentorship from senior engineers and product leaders.
• Opportunities to transition into roles such as Technical Account Manager, Product Support Lead, or even Engineering.
• Access to internal learning resources, certifications, and conference sponsorships.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, agility, and shared success. Our core values—Work Together, Win Together; Find a Way or Make One; Walk in the Customer’s Shoes; Deliver Faster Than Expected; Quality Is Job 1—guide every interaction. We foster an inclusive environment where diverse perspectives are celebrated, and every team member is empowered to innovate.

Remote work is fully supported with flexible hours that align with Pacific and Mountain time zones. We provide the tools and resources you need to stay connected, collaborate, and maintain a healthy work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by experience, brighthush offers a competitive salary range that reflects industry standards for remote technical support roles. In addition to base pay, we provide:

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and a flexible holiday policy.
• 401(k) matching and a company‑wide wellness stipend.
• Unlimited learning budget for courses, certifications, and conferences.
• Access to a global community of experts and thought leaders in AI and localization.
• Regular virtual team‑building events and occasional in‑person retreats.

Ready to Make an Impact?

If you’re passionate about technology, love solving complex problems, and want to help millions of people communicate across language barriers, we want to hear from you. Join brighthush and become part of a mission‑driven team that’s redefining the future of global communication.

Apply today and help us turn language into a universal bridge.